INSIDE VIEW
BY LINDA HARDEN, CONTACT CENTER PIPELINE; INTERVIEW WITH JM & A GROUP
ILLUSTRATION PROVIDED BY ADOBE IMAGES
AN INTERVIEW WITH JM & A GROUP HOW AUTOMATION AND AI ARE ADDING VALUE.
In our September 2025 issue, we featured an article,“ The Road Ahead for Auto Finance CX,” which examined automotive finance lending and included an interview with Tod Chisholm, President of Integrated Financial Technologies( IFT). Following on that story, we wanted to share what happens once the deal is made to purchase the vehicle. We found just such an organization, JM & A Group, to share how they support the unique complexity of serving both consumers and dealers with the same customer service team, and how automation and AI are adding value by enabling greater efficiency and smoother customer experiences.
I had the pleasure of interviewing Justin Pecaut. He is the Vice President of Customer Services at JM & A Group, a subsidiary of JM Family Enterprises. Over the past 18 years, Justin has worked in various roles within JM Family, including Total
14 CONTACT CENTER PIPELINE
JUSTIN PECAUT
Rewards, Human Resources, Sales, and Operations. Outside of his professional life, he loves spending time outdoors and embarking on adventures with his five children.
JUSTIN, YOU HAVE AN AMAZING STORY TO SHARE ABOUT THE JM & A ORGANIZATION AND ITS FOUNDER, JIM MORAN. PLEASE INTRODUCE US TO YOU, YOUR ORGANIZATION, AND WHAT YOU DO.